Predictive dialers are ubiquitously popular in call centers for the simple reason that they introduce a degree of automation. Intelligent automation results in productivity rise by 300% reduced idle time for agents and reduced call handling time besides inclusion of lead management. Time is money. It is redefined by predictive dialers. The best call centers use refined, possibly AI powered predictive dialer software to drive brand success.
Better lead management
Call center software that does not have intelligent predictive dialer is not worth anything. These days speed is everything and one must reach out to a prospective target before the competition can. The best call center software usually tie into a backend CRM that stores data about existing customers and captures data about a new lead. All such leads are stored in one place with complete history. Better lead management means agents spend less time on this and more with a prospective customer while being able to view details. Tie this to skill based mapping and possibly WebRTC for face to face conversations and it becomes easy to see just how useful predictive dialer is for call centers.
Agent performance increases, brand image improves
Smart predictive dialers such as those from Hodusoft have more than the standard set of features that automatically detect whether a human is answering the phone or if it routed to an answering machine. The smart dialer software can decide the best time to call a person which will result in a call going through instead of being terminated without arriving at a conclusion. At the same time, automatic call distribution kicks in so that load is evenly distributed to available agents reducing idle time and stress on overburdened agents. This has a bearing on how they interact with called parties and deliver a better impression of the company.
Optimal contact times
The right predictive dialer may also have some self learning features such as timing the call right and choosing the most likely leads that will lead to conversions. The software automatically prioritizes calls to leads that are ripe for conversion thereby assuring that the lead is converted and preventing that target from going elsewhere. Time is of the essence.
Reduction in costs
Agents find it easier to complete maximum calls in minimum time when the predictive dialer functions almost like a secretary. Abandonment decreases, conversion increases, time for each call decreases and so does cost. At the same time, called parties appreciate responsiveness and brand image improves.
Happy agents, better performing agents
A predictive dialer does not get the agent to engage in fruitless calls. Agents have a sense of achievement with high conversions and this makes them happy. Happy agents are motivated to do better and serve customers better translating to better brand image.
Confluence of in and out
A call center may handle inbound calls and it may also handle outbound calls. Predictive dialer integrated into call center software will work both ways. It will distribute calls, whether these are inbound or outgoing to agents and ensure fast, efficient and responsive process that customers appreciate.